Director HR and Client Service Operations

Hiring for a fast-growing Global Capability Centre (GCC) backed by a reputed global group, headquartered in NCR, India. The organization supports global operating companies and external clients across multiple geographies and industries.

Role Purpose

The role is responsible for leading end-to-end HR Operations (HRO) delivery for external clients , ensuring operational excellence across Hire-to-Retire processes. The incumbent will act as a trusted advisor to senior client stakeholders, drive continuous process improvements, and lead large, multi-layered teams while ensuring service quality, compliance, and client satisfaction.

Lead end-to-end HR Operations (HRO) delivery for external clients across Hire-to-Retire processes (Onboarding, Employee Data Management, Payroll & Benefits coordination, Case Management, Compliance).

Act as a primary client-facing leader , managing relationships with senior client stakeholders (CHROs, HR Heads, Global HR Leaders).-

Drive service delivery excellence with ownership of SLAs, KPIs, governance forums, QBRs, and escalation management.

Provide strategic and data-driven insights to clients through dashboards, reviews, and operational recommendations.

Lead and develop large HR Operations teams , including people managers, with strong focus on performance, capability building, and engagement.

Champion a client-centric and high-performance culture across HRO teams.

Drive process improvement and transformation initiatives using Lean, automation, standardization, and digital HR solutions.

Partner with HR Technology teams on HRIS platforms (Workday, PeopleSoft, SuccessFactors, Oracle, ServiceNow).

Support and lead transitions, migrations, and stabilization of HR Operations programs.

Ensure compliance, audit readiness, and data privacy (GDPR and local/global labor regulations).